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WILKO RETAIL LIMITED
Requirements for Drop Ship Vendor
These Requirements are supplemental to Wilko Retail Limited’s
Standard Terms and Conditions under which all purchases by Wilko
Retail Limited are made. By supplying Wilko you agree to those
terms and the requirements set out in this document.
1
3.4
Wilko does not support back-ordering. It is therefore critical
that all Orders created can be fulfilled within the agreed
timescales - if for any reason they cannot be fulfilled, Wilko
should be emailed at [email protected] with full
details at the end of the working day the Order file is
received so Wilko can contact the Customer.
3.5
It is the responsibility of the Supplier to ensure that the
stock quantities available for sale on the Website are an
accurate reflection of the physical stock available to order.
A suitable “Ring Fencing” operation should be established to
ensure this is achieved.
3.6
The Supplier is responsible for keeping the Portal accurate.
Suppliers who continually fail to fulfil this requirement
will be recharged the loss of profit from cancelled
Customer orders.
3.7
Suppliers are expected to achieve a Goods availability KPI of
98%. Wilko is required to be notified of any issues that may
arise that will result in availability falling below this level.
4
Invoicing
4.1
All Suppliers will be required to successfully complete the
supplier set up form to ensure integration between Suppliers
and the Wilko SAP system. This form needs returning to
Wilko (relevant buyer contact) along with Supplier bank
details on letter headed paper. Wilko will then provide the
Supplier with a link to complete a New Article Form which
requires information in relation to the Goods you will
provide to Wilko.
4.2
Any invoices for Goods or delivery charges which relate to
fulfilled Orders which occurred more than 3 months from
the date of invoice will not be paid and the Supplier will
have waivered any right to recovery of such sums.
Interpretation
In these Requirements:
Customer
means the customer of Wilko
Goods
means the goods (including any installment of the
goods or any part of them) described in the Order
Order
means Wilko’s order, whether in electronic form
via an electronic document interchange or
otherwise
Portal
means the online stock portal which Suppliers are
required to access and update the levels of the
Goods that they have available for Order which in
turn shows availability on the Website
Supplier
means the entity which accepts Wilko’s Order
Website
means Wilko’s website www.wilko.com.
Wilko
means Wilko Retail Limited (company number
365335) whose registered office is at JK House,
Roebuck Way, Manton Wood, Worksop, S80 3EG
2
Ordering Process
2.1
Orders by the Customer on the Website will be accumulated
and released twice per day at 10.30am and 2.30pm.
2.2
Orders will be transmitted within a .csv attachment to an email address specified by the Supplier, when EDI is
implemented the Supplier will receive orders via EDI. Only
one email address will be accepted.
4.3
2.3
It is the responsibility of the Supplier to create an Order
that is accurate in relation to the information contained
within the .csv file sent by Wilko.
Invoicing is required on a per Order basis for goods on EDI
unless agreed otherwise. Charges for carriage will be via
email and consolidated..
4.4
2.4
If the Supplier is unable to fulfil an item on an Order or a
whole Order for any reason, Wilko require that the Supplier
communicate this to the email address as set out in clause
2.5 below as soon as they become aware and in any event,
before the end of that working day the Order file is received
so Wilko can contact the Customer. (Refer to delivery
service Requirements section below)
An Excel file is to be provided via e-mail to
[email protected] with order/item/invoice/costprice details to allow for auditing and signoff of invoices. A
template will be provided to illustrate this. The email is
required to simplify the checking of invoices for faulty
returned products, cancelled orders and pricing of carriage
4.5
Wilko promise – Wilko pay for the collection charge or ask
the Customer to return Goods to store. Collection charges
must be reasonable and agreed with Wilko. Wilko must
adhere to the 14 day returns policy as required by relevant
law as a minimum.
4.6
Wilko require all Suppliers to undertake collections. Wilko
will only cover costs of collection over the 14 days returns
period. This is to allow Wilko to fulfil its legal obligations to
the Customer.
4.7
All invoices must have the “5” purchase order number on
them. Invoices will not be paid without this information.
4.8
Payment terms are in accordance with Wilko Retail
Limited’s standard terms and conditions.
4.9
The Supplier will charge for delivery in accordance with
termsyou have negotiated with your Wilko buyer.
2.5
Notification must be sent to [email protected]. Note:
replies to the address supplying the .csv file are not
monitored.
3
Product Management
3.1
Wilko will remain responsible for all product data and
imagery on the Website. The Supplier is responsible for
supplying accurate data and imagery when required to do
so. Any incorrect imagery supplied resulting in service
recovery cost will be claimed by Wilko from the Supplier.
3.2
3.3
The Supplier should identify accurate Goods cost and
delivery prices. Once Goods are live, these prices should not
change unless a notification period of 3 months is provided
to Wilko in writing. Failure to do so may result in non
payment of any differentials.
Range Reviews – It is the responsibility of the Supplier to
identify any key range review periods in advance so that
resource can be scheduled to maintain an effective
Customer offer throughout the trading year.
4.10 All rebates will be the same as for core products and
turnover will contribute to year end rebates.
5
Customer Service
5.1
The sole responsibility for contact with the Customer will
remain with Wilko unless otherwise agreed.
5.2
The Customer contact details must be displayed on any
paperwork enclosed in the Order despatched from the
Supplier
5.3
The Supplier is required to nominate an internal employee
who should be responsible for customer service to Wilko.
Wilko require a telephone number and email address that
will be answered within 1 hour. The phone and email should
be manned between 8am – 6pm Mon – Fri and 8am – 12pm
Sat (if the courier delivers on a Saturday Wilko expects to be
able to contact the Supplier).
5.4
5.5
5.6
The Supplier must provide an emergency contact number for
out of hours assistance.
Suppliers
are
to
contact
Wilko
[email protected] and direct line.
via
email
Responses to emails need to provide full reasoning. Emails
should not simply state “being dealt with”, “we are looking
into it” or similar. These do not help Wilko with responses
to the Customer.
5.7
A Wilko query must respond to the email address it was sent
from.
5.8
The Supplier is required to identify an escalation procedure
to be followed by the Wilko Contact Centre should it be
required.
5.9
Queries from the Wilko Contact Centre will be sent to the
Supplier via email – these should be replied to within 1 hour
maximum in accordance with clause 5.3 so Wilko can
respond to the Customer.
6.9
The Supplier will remain responsible for all damages or
faulty items identified to Wilko by the Customer after
receipt of delivery. Offending Goods should be replaced
promptly within a reasonable timescale agreed with Wilko.
The Supplier will be liable for any service recovery costs
should the replacement not be received within the agreed
time.
6.10 If a delivery fails, Wilko require the delivery to be
reattempted twice with no additional cost to Wilko.
Unsuccessful deliveries are to be advised to Wilko through
the Team Leader inbox.
6.11 Any delivery exception either pre or post delivery need to
be notified via the Team Leader inbox.
6.12 Late deliveries service level for Suppliers will be monitored.
If this falls below an acceptable standard the Supplier shall
become liable for the service recovery cost.
6.13 Delivery charges for extremity post codes – Wilko need to be
made aware of all postcodes that a Supplier’s courier class
as an extremity. Wilko must also be made aware of where
the Supplier they doesn’t deliver to ie Northern Ireland.
Wilko’s expectation is that all deliveries to a UK Mainland
address will not be classed as an extremity location. Wilko
not accept extremity delivery charges for UK Mainland
postcodes.
7
Returns
7.1
The Supplier is required to comply with the Wilko returns
procedure.
7.2
If it is agreed that Goods are returned back to the Supplier
the following requirements need to be met:-
6
Delivery requirements
6.1
Couriers – where the Supplier is operating with their own
courier, responsibility for the performance of that courier
will remain with the Supplier. The Supplier may become
liable for any service recovery costs in relation to non
performance of the Courier. The Supplier owns the courier
relationship.
7.2.1
Wilko Contact Centre will send a collection request via
email to the email address provided for customer
queries
7.2.2
Wilko Contact Centre require the ability to request a
day for collection.
Delivery timescales must be within 4 working days for
standard deliveries and 7 working days for awkward
deliveries (including day of Order if placed before 2pm).
This will be monitored by the Wilko Contact Centre.
7.2.3
Confirmation of collection required within 1 hour of
request being sent.
7.2.4
Confirmation of return and reason to be confirmed back
to the Wilko Contact Centre by responding to the
collection request email.
6.2
6.3
The Supplier may become liable for any service recovery
costs in relation to complaints raised for deliveries received
outside this KPI.
6.4
Awkward deliveries are those deemed to be so due to
size/weight or retail cost, or if direct Customer booking is
required by the delivery courier.
6.5
Delivery notification to the Customer is required through
SMS and this must take place prior to delivery and day of
delivery.
6.6
URL link to tracking on courier website to be provided at
end of every day to following email address: [email protected]
6.7
This information will be uploaded to the Website each
morning so Customers and the Contact Centre can track
Orders and reduce contact where possible.
6.8
The Order should be packaged in such a way as to not allow
damage to the item(s) during transit with your specified
courier. It is the Suppliers responsibility to decide the
amount of packaging.
8
Faulty Products
If our Customer identifies that their Goods are faulty the following
will take place:8.1
Wilko will issue a full refund for the product and delivery
charge. This should happen no later than 24 hours from the
point of the confirmation of collection.
8.2
The Supplier is required to arrange collection of the Goods
at the earliest time agreeable to the Customer or to
authorise for the Customer to dispose.
8.3
On receipt of the returned product Wilko should be credited
the full value of the Goods plus delivery costs.
[email protected] should be advised so that the Customer
can be refunded.
8.4
The Supplier is required to absorb the cost of collecting the
Goods in this instance. It shall not be recharged to Wilko.
9
Spare parts and part request.
9.1
In some instances to achieve a quick resolution and
outstanding service Wilko may request parts to be sent
where applicable upon Customer request. Wilko expect
these to be dispatched within 48 hours.
9.2
If this is due to failure in the service the Supplier has
provided, Wilko will not accept charges for parts or delivery
charges applicable to resolution.